For patients & families · A symptom triage guide

When to call us.

A short answer first: when in doubt, call. The 24-hour line is staffed by a nurse who can almost always solve the problem on the phone, schedule a same-day visit, or send help. Below is a longer answer — what calls for which kind of urgency.

Call right away — any hour

New or sudden severe pain not relieved by the usual breakthrough dose.
Severe shortness of breath — gasping, can't speak in full sentences, blue lips or fingertips.
A fall, especially with a head strike or new pain.
Bleeding that does not stop with steady pressure for 5 minutes.
A new seizure, or any seizure lasting more than 2 minutes.
Sudden confusion, agitation, or terminal restlessness that you cannot soothe.
You believe death has occurred. Call us first, before 911 or anyone else.
You are at the end of your rope. Caregiver crisis is a clinical concern, and we will help.

Call today — within a few hours

Pain creeping above the usual level, not yet severe.
Nausea or vomiting that prevents medications from staying down.
No urine output for 12 hours, or a sudden change in output.
No bowel movement for 3 or more days.
New fever over 101°F.
A new wound, or a wound that looks worse — redness, drainage, odor.
Refusal to eat or drink when this is a change.
A medication is running low, or you can't tell if you are using it correctly.

Call during business hours — when you can

Questions about insurance, billing, or the Medicare benefit.
Equipment that needs adjustment, repair, or removal.
Scheduling a chaplain, social worker, or volunteer.
Requests to change the visit schedule.
Travel plans, including respite or a planned trip.
Anything you'd like to discuss but isn't urgent.

·Before you call 911

If you call 911, EMS is required by law to attempt full resuscitation — unless you can hand them an Out-of-Hospital DNR. They will likely take your loved one to the emergency room. For most hospice patients, this is exactly the opposite of what was intended.

The hospice 24-hour line is the right first call. We can almost always handle it — and if 911 truly is needed, we will tell you and stay with you while you wait.

Practical tip

Tape the number to the fridge.

Write the 24-hour care line on a sheet of paper, large, and tape it where you'll see it during a worried 3 a.m. moment. Many families also save it in their phone as "Hospice — 24/7."

·What to have ready when you call

Patient's name and date of birth.
What is happening — be as specific as you can.
When it started.
What medication was last given, and at what time.
Current vitals if a thermometer or blood pressure cuff is handy — but don't worry if not.

Most calls take 5 to 10 minutes. The nurse may visit, send a different team member, adjust a medication, or simply offer reassurance. Whatever it is, you did the right thing by calling.

☎

24-hour care line

(903) 470-1994

Always a nurse.
Always a real person.